Total Quality Management (TQM) is a comprehensive and fundamental rule or belief for leading and operating an organization, aimed at continually improving performance over the long term by focusing on customers while addressing the needs of all stakeholders. It is both a philosophy and a set of guiding principles that represent the foundation of a contin¬uously improving organisation. The bottom line of TQM is results: reduced costs and waste, increased productivity, efficiency, customer satis¬fac¬tion/delight, and world-class performance.
Typical Course Outline
The principles and concepts inherent in a Total Quality Management (TQM)
- TQM as a fundamental business strategy
- Implement a business strategy driven by Total Quality Management (TQM)
- Benefits of Implementing a Quality Model
- Popular TQM Approaches (Deming, Crosby, Juran, etc.)
- The Malcolm Baldrige National Quality Award
- The Success Elements of TQM
- Selecting the Right Model for Your Organization
- Customer-driven Quality
- Benchmarking as a Tool to Improve Quality and Business Processes
- What is Benchmarking?
- Why Benchmark?
- Levels of Benchmarking
- Out-of-the-box Benchmarking
- Critical Success Factors and Common Failure Factors in TQM